Quality performance and conformance PDF

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Quality performance and conformance...

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Quality performance and conformance o Major inputs to quality definition are organizational strategy and customer requirements o These inputs can be put into context by considering the alternative approaches to defining and managing quality: manufacturing and service paradigm o Manufacturing paradigm: product-based: a precise and measurable set of characteristics o Service paradigm: based on stakeholders’ expectations and perceptions

o a. Quality conformance planning o Ensure that minimum standards are maintained in a wide array of activities o Project manual has: o Introduction o Planning (objectives, priorities) o Execution details (schedules, responsibilities) o Records o Miscellaneous information  Responsibility allocation o Allocate the resources to different parts of the project

o o Where there are clear skills requirements for tasks these should be met first, with the less constrained resources matched to the remaining tasks b. Quality performance planning o Within the stakeholders’ group, they all have different requirements

o Aspects that need to be consider: o Nature of satisfaction o How then to manage the process by which the service provided by the project is delivered o Perceptions can however be managed  provide customers cuespoints where the stakeholders’ attention is drawn to favorable aspects of the project process or outcome o Services can be considered to have a wider array of characteristics that a customer or group of customers will consider o Intangible elements  Responsiveness- speed of reply to requests  Communication- how readily information is provided  Competence/professionalism- apparent ability to deliver the outcomes  Courtesy- style of the treatment received by stakeholders  Accessibility- the ease with which individuals could be identified and contacted when information was required o These elements do not represent the core product, but they are peripheral elements

o o Ensure that communication with stakeholders and key individuals is kept in the loop  communication plan c. Communication planning o Identify the nature of the communication (what will be told to whom and in what format), the timing and who is responsible for doing it

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